Our commitment has always been to “offer the best prices on quality bestsellers.” After many years and thousands of satisfied customers, our commitment remains intact. The VIP team has worked hard to build a reputation for excellence in customer service. Your satisfaction is important to us.

SIGNATURE AND DELIVERY POLICY

By default, we do not require a signature for deliveries to residential addresses without a unit number (single-family homes).

A signature may, however, be required in the following situations:

  • Deliveries to apartments, condominiums, or multi-unit residential buildings;
  • High-value or particularly expensive orders.

By choosing a delivery without a signature, or by not requesting that a signature be required, the customer authorizes the package to be left unattended at the delivery address provided. Once the package is marked as delivered to the address provided, the risk of loss or theft after delivery is assumed by the customer, subject to applicable laws.

VIP – ORDER PROCESSING & SHIPPING

Same-day dispatch : Orders received before 2:00 PM (EST) on business days are usually shipped the same day. 

Orders placed during weekends/holidays will be processed the next business day.

All products are in stock unless otherwise stated.

We reserve the right to ship your order using a different carrier than originally selected at checkout for logistical reasons (e.g., service disruptions, strikes, or improved delivery times)— at no additional cost to you.

VIP – Warranty

All products come with a minimum one-year warranty. For further information, please contact us.

VIP – Pricing and tax policy

All prices are in Canadian dollars (CAD) and are subject to change without notice.

Shipping and taxes are calculated at checkout and are not included in product prices.

VIP – Exchange and refund policy

If you are not completely satisfied with your purchase, you may return or exchange it within 14 days of delivery.

To begin a return or exchange :

  • Contact us by phone at 1-800-361-1696 or by email at info@vippilot.com.

  • Include your order number, product name, your name, phone number, and a brief explanation of the issue.

  • All returned items must be in their original condition, with all accessories and packaging.

IMPORTANT NOTES

Return shipping costs are not covered unless the product is defective or an error was made on our part.

Returns or exchanges made via mail or in-person without prior approval may be refused or subject to additional processing or restocking fees.

Returned items must include all original packaging, manuals, parts, and accessories. Items missing packaging or components may result in a restocking fee or partial refund.

Opened software is non-refundable and non-exchangeable.

Clothing is non-returnable, unless returned unworn with all original tags and labels still attached.

Refunds are issued to the original payment method within 3 business days after inspection.

VIP – ADDITIONAL TERMS

We reserve the right to refuse service or sales to individuals who have not complied with our policies or have demonstrated abusive behaviour.

VIP Pilot is not responsible for delays caused by shipping carriers, weather conditions, or customs processing.

All policies are subject to change without notice.

Return Merchandise form (PDF file)
Please download and complete the Return Merchandise Form (PDF). It must be included with all returns or exchanges.